SriLankan Airlines Official
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SriLankan Airlines and the Cold Face of Customer Service
I flew SriLankan Airlines on April 19, 2025, after losing my father, one of the hardest days of my life. After boarding flight UL 605 in Melbourne, we were kept waiting on the plane for 1.5 hours with no proper communication, only to be told the flight was cancelled. There was no coordination or empathy from staff. I was left alone to arrange transport back from the airport while grieving, with no help at all. I called another reputable airline, who immediately understood my situation, rebooked me, and even ensured I had WiFi throughout my journey so I could stay connected with my family. THAT is what real customer service looks like. When I complained to SriLankan Airlines, I got a cold, dismissive email from Himalka Dasanayake, the so-called “Customer Affairs Supervisor” at Bandaranaike International Airport. Instead of empathy or an apology, she basically told me my refund was processed and they would not communicate further. This is beyond unacceptable. Their staff lack basic courtesy and professionalism, and they don’t deserve the trust of any grieving family or any paying passenger. Shame on SriLankan Airlines and on Himalka Dasanayake for treating customers this way. I will never fly with them again and urge others to think twice before putting their trust in such an incompetent and heartless service.